1. Satisfaction Guarantee

Danish Senior Insurance offers a 100% satisfaction guarantee on all our policies. If you're not completely satisfied with the quality, service, or terms of your car insurance policy, we will provide a refund or adjustment at our discretion.

This guarantee applies to both one-time purchases and subscription policies.

2. Eligibility for Refunds

You may be eligible for a refund in the following circumstances:

• Cooling-Off Period: If you cancel your policy within 14 days of the start date (the "cooling-off period"), you will receive a full refund of any premiums paid, less a small administrative fee.
• Vehicle Sale or Transfer: If you sell or transfer ownership of your insured vehicle and do not replace it with another vehicle.
• Duplicate Coverage: If you inadvertently purchased duplicate insurance coverage.
• Inaccurate Information: If we provided inaccurate information that substantially affected your decision to purchase a policy.
• Medical Circumstances: If a medical condition prevents you from driving and is supported by medical documentation.
• Death of Policyholder: In the unfortunate event of a policyholder's death, a prorated refund will be issued to the policyholder's estate.
• Policy Cancellation: If you cancel your policy after the cooling-off period for any other reason, you may receive a prorated refund for the unused portion of your premium, less any cancellation fees.

3. Refund Request Timeframe

To be eligible for a refund, you must notify us of your cancellation or refund request within:

• 14 days from the policy start date for cooling-off period refunds
• 30 days from the date of discovery for cases of duplicate coverage or inaccurate information
• Any time during the policy period for cancellations due to vehicle sale, medical circumstances, or death

All refund requests must be submitted in writing or through our official cancellation channels.

4. How to Request a Refund

For senior clients who may not be comfortable with digital communication, we offer the option to request a refund in person at our office or by regular mail. We can also arrange for a representative to assist with the refund process over the phone.

5. Calculation of Refunds

Refunds are calculated based on the following principles:

5.1 Full Refunds

Full refunds (minus administrative fees) are provided for:

• Cancellations within the 14-day cooling-off period
• Duplicate coverage cases
• Cases where we provided substantially inaccurate information

5.2 Prorated Refunds

Prorated refunds are calculated on a daily basis for:

• Cancellations after the cooling-off period
• Vehicle sale or transfer
• Medical circumstances preventing driving
• Death of policyholder

The prorated refund formula is: (Unused Days ÷ Total Policy Days) × Total Premium Paid = Refund Amount

5.3 Fees and Deductions

The following fees may apply to refunds:

• Administrative Fee: 100 kr for cancellations within the cooling-off period
• Cancellation Fee: 200 kr for cancellations after the cooling-off period
• No Fee: For cancellations due to medical circumstances or death

If you have made a claim during the policy period, we reserve the right to deduct the value of the claim from your refund amount.

6. Refund Payment Methods

Refunds will be processed using the same payment method used for the original transaction, unless otherwise specified:

• Credit/Debit Card: Refunds to the original card typically appear within 5-10 business days
• Bank Transfer: Refunds to your bank account typically process within 5-7 business days
• Check: Refunds by check (available upon request for seniors who prefer this method) typically arrive within 14 business days

For senior clients who receive pension payments, we can coordinate refunds to align with pension payment cycles if requested.

7. Special Provisions for Senior Clients

We recognize that senior clients may face unique circumstances, and we have implemented the following special provisions:

7.1 Assisted Living or Care Facility Transition

If a policyholder transitions to an assisted living facility or care home and can no longer drive, we offer a full prorated refund without cancellation fees, regardless of how long the policy has been active.

7.2 Health-Related Cancellations

For cancellations due to health conditions that prevent driving, we waive all cancellation fees and provide a full prorated refund when supported by medical documentation.

7.3 Family Member Assistance

We allow authorized family members to handle refund requests on behalf of senior policyholders who may have difficulty managing these matters themselves. Proper authorization documentation is required.

7.4 Extended Timeframes

For senior clients, we extend the standard timeframes for refund requests by an additional 14 days to allow for any processing or communication delays.

8. Non-Refundable Items

The following items or situations are generally not eligible for refunds:

• Insurance premium taxes and government levies
• Transaction processing fees charged by payment providers
• Policies canceled due to fraudulent information or non-disclosure
• Policies canceled by us due to non-payment of premiums
• Optional add-ons or services that have been fully utilized

9. Disputes and Appeals

If you disagree with a refund decision or calculation, you may appeal through the following process:

1. Submit a written appeal to [email protected] within 30 days of the original decision
2. Include your policy number, the details of the original refund request, and your reasons for appealing
3. Provide any additional documentation that supports your appeal
4. A senior customer relations manager will review your appeal and respond within 15 business days

If you remain unsatisfied with the outcome of your appeal, you may contact the Danish Insurance Complaints Board (Ankenævnet for Forsikring) for further assistance.

10. Changes to Refund Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website.

Material changes to the policy will be communicated to existing customers through email or account notifications. The policy that was in effect at the time of your purchase will apply to your refund request.

11. Contact Information

If you have any questions about this Refund Policy or need assistance with a refund request, please contact us:

Danish Senior Insurance
Refund Department
Vesterbrogade 149
1620 København V
Denmark

Phone: +45 8888 7777
Email: [email protected]
Hours: Monday-Friday, 9:00 AM - 5:00 PM

Senior Support Line: +45 8888 7700 (Dedicated line with extended hours and specialized support for our senior clients)